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Documentation Index

Fetch the complete documentation index at: https://setup.cevro.ai/llms.txt

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Email serves two distinct roles in Cevro:
  1. Conversation medium — Players email your Intercom support address, and Cevro handles those tickets automatically
  2. HITL & notification channel — The AI sends email notifications to your internal specialists for consultation or alerts
Email support as a conversation medium currently works through Intercom. When Intercom receives an email, Cevro detects the email medium and handles the ticket with email-appropriate behavior automatically.

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How Email Differs from Chat

Email conversations are asynchronous — players don’t expect instant back-and-forth. Cevro adapts its behavior accordingly:
BehaviorChatEmail
Escalation message to player”I’m transferring you to a specialist…”Silent — no message sent
Auto-close check-in”Are you still there?”Silent — no check-in sent
Auto-close resolution”I’m closing this ticket…”Silent — ticket resolves quietly
AI response formattingChat-style (short, conversational)Email-style (structured, with greeting and sign-off)
The silent behavior during escalation and auto-close is intentional. Chat-style lifecycle messages (“I’m transferring you…”) create confusion in email — the player expects a response from the human agent, not an automated notification.

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Escalation Behavior

When the AI escalates an email conversation to a human agent, the system stays silent. No farewell message, no “I’m transferring you” notification, and no automated handoff text is sent to the player. The human agent picks up the conversation and responds directly via email. This is controlled by the “Suppress escalation messages for email” toggle in your workspace settings.

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Configuration

1

Go to Settings

Navigate to Settings > Ticket Lifecycle.
2

Find the email escalation toggle

Look for “Suppress escalation messages for email” — this controls whether the AI sends handoff messages during email escalations.
3

Verify it's enabled

The toggle is on by default for all workspaces. When enabled, escalation messages are suppressed for email conversations. Chat conversations are not affected.
If you turn this toggle off, players will receive automated messages like “I’m transferring you to a Support Specialist” via email — which is usually not the desired experience.

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Auto-Close Behavior

When an email conversation is idle for the configured period, the ticket auto-closes silently. Unlike chat, the system does not send:
  • A check-in message (“Are you still there?”)
  • A resolution message (“I’m closing this ticket…”)
The ticket simply resolves in the background. If the player replies later, a new ticket is created.
Auto-close timing is still controlled by your workspace auto-close settings. Only the outbound messages are suppressed for email — the timing behavior is the same as chat.

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HITL (Supervisor Consultation) for Email

If you use the Supervisor Consultation feature (HITL) with email tickets, check the email-specific settings:
  1. Go to Settings > Ticket Lifecycle > Supervisor Consultation
  2. Switch to the Email view (if available)
  3. Review the “Send expiration message to player” toggle
If “Send expiration message to player” is on, the player will receive an automated email when the consultation expires. For most email workflows, this should be off — the human agent should respond directly, not the system.

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Email Formatting

You can customize how the AI writes its email responses and configure an automatic signature. See Email Formatting for the full configuration guide.

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What the Player Sees

Here’s a typical email escalation flow from the player’s perspective:
StepWhat HappensWhat the Player Sees
1Player sends email to supportTheir email is sent
2AI processes and respondsAI’s email response arrives
3AI decides to escalateNothing — no notification
4Human agent picks up ticketHuman agent’s response arrives via email
The transition from AI to human is seamless — the player just sees responses coming from your support team.

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Troubleshooting

IssuePossible CauseSolution
Player received “I’m transferring you…” via emailEscalation suppression is disabledEnable “Suppress escalation messages for email” in Settings > Ticket Lifecycle
Player received “Are you still there?” via emailUnexpected — auto-close messages are always suppressed for emailContact support — this shouldn’t happen
Player received an expiration message via emailHITL expiration message toggle is onGo to Settings > Ticket Lifecycle > Supervisor Consultation > Email view, turn off “Send expiration message to player”
Email responses look like chat messagesEmail formatting not configuredSet up email structure instructions in Settings > Email Formatting

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Using Email for HITL (Supervisor Consultation)

Beyond handling email conversations, Cevro can also send HITL consultation requests and notifications via email to your internal specialists. This works independently of your help desk — Cevro sends the email directly.

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How It Works

When an AI Procedure triggers HITL with email as the delivery channel:
  1. Cevro sends an HTML email to the specialist with the player’s context, conversation transcript, and a summary of what the AI needs help with
  2. The email includes a “Provide Input” link that opens a web form
  3. The specialist reviews the context, types their response in the form, and submits
  4. The AI receives the specialist’s input and continues the conversation with the player
No SMTP configuration is required on your end. Cevro handles email delivery automatically.

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Setting Up Email HITL in an AI Procedure

1

Open the AIP editor

Navigate to Workspaces > AI Procedures and open the AIP you want to configure.
2

Add a HITL mention

In the instruction editor, type # to open the HITL configuration popup.
3

Select Email as the channel

Choose Email from the channel dropdown.
4

Enter the recipient

Type the email address of the specialist who should receive consultation requests. You can also add CC recipients.
5

Write the message template

Describe what information the AI should include when requesting help.
6

Save and publish

Save and publish the AIP. The AI will now send email consultation requests when this procedure triggers.

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Using Email for Send External Message

You can also use email as a target for Send External Message — a one-way notification sent during a conversation without waiting for a response.
1

Open the AIP editor

Navigate to Workspaces > AI Procedures and open the AIP.
2

Add a Send External Message action

Type @ to open the actions dropdown, then select Send External Message from the Actions tab.
3

Select Email as the target

Choose Email and enter the recipient address.
4

Save and publish

The AI will send the notification email when this step is reached in the procedure.

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What Recipients See

Both HITL emails and Send External Message emails (when sent in working hours, or any time for Send External Message) use the same rich notification layout. The email is structured top-to-bottom as:
  1. Escalation Request — bolded heading at the top, signaling what the email is
  2. Your message template — the text you wrote in the chip, rendered as stacked paragraphs (each blank line in your template becomes a visual paragraph break)
  3. Ticket context table — Ticket ID, Player name, Contact email, Channel, Brand, Tags
  4. Reply to agent button (HITL only) — opens a web form so the specialist can respond without an inbox
  5. View in Cevro / View in Help Desk — links to open the conversation in a dashboard
  6. Conversation history — the full transcript, collapsed by default (click the ▸ to expand)
  7. Powered by Cevro footer
Author multi-line templates with blank lines. When writing the template, separate distinct sections with blank lines so each renders as its own paragraph in the email. Example:
Hi team

Please facilitate an email update for player {{player_id}}.

Current email:
New email:
Reason:
This produces a clean, scannable email. Without blank lines, all the labels collapse into a single paragraph and the recipient has to hunt for the values.
Out-of-hours behavior. If your workspace has working hours configured and a HITL chip fires outside those hours, Cevro sends a different — leaner — email template directly to the brand’s escalation address. See Escalation Emails for the out-of-hours flow.